Customer Management in action: Sortex and the human touch (InsightExec, 15 December 2004)

InsightExec’s highly-respected Customer Management Community featured Direct Response customer Sortex in December. A free subscription is needed to read the full article.

"When a senior executive found himself trapped inside the automated voice system, machine maker Sortex realised it needed a new approach to voice call handling."

The article goes on to explain how finance director Nigel Wilson arranged for Direct Response to provide an out of hours and overflow call centre for Sortex. "We found that the call centre dovetailed beautifully with what else we were trying to do," Wilson said. "We trialled it for a year and have kept it ever since."

CMC explores the critical need for responsive customer service. "You need to be on 24 hour standby if you have a plant sorting fresh vegetables," adds Wilson. "A problem could mean perishable goods are wasted. The call centre can put such calls through to emergency support engineers."

You can read the piece in full at www.insightexec.com.